Conducting automated content processing to identify policy compliance

ABSTRACT

One example method of operation may include identifying a call scheduled for a scheduled time having a calling party profile and a called party profile, identifying one or more calling party flags associated with the calling party profile and one or more called party flags associated with the called party profile, establishing a call connection between a calling party device and a called party device at the scheduled time to conduct the call, recording call content identified during the call, processing the call content of the recorded call to identify call content compliance based on the calling party flags and the called party flags, scoring the call based on the identified call content compliance, and updating one or more of the called party profile and the calling party profile to identify the scored call.

TECHNICAL FIELD OF THE APPLICATION

This application relates to automated content processing, and morespecifically to conducting automated content processing to identifycompliance measures.

BACKGROUND OF THE APPLICATION

Conventionally, phone calls and other types of communications betweencertain parties often take place without a review or feedback procedure.In general, phone calls are private matters which are not recorded andlistened to by others except in rare instances. On the other hand, phonecalls are important when there are liability issues at stake, such asbetween doctor and patient.

A patient may be readily identified as having various conditions andrequiring various types of screening, bedside manner (e.g., approach bydoctor), questions, and answers in order to cover a track of liabilityfor that patient. Also, the doctor may require training and/or may needassistance improving certain behaviors towards patients to ensurecompliance with hospital safety standards. The content of a call may berecorded and analyzed to identify whether the call was conducted in amanner consistent with company standards or other rules and regulations.

SUMMARY OF THE APPLICATION

Example embodiments of the present application provide at least a methodthat includes at least one of identifying a call scheduled for ascheduled time comprising a calling party profile and a called partyprofile, identifying one or more calling party flags associated with thecalling party profile and one or more called party flags associated withthe called party profile, establishing a call connection between acalling party device and a called party device at the scheduled time toconduct the call, recording call content identified during the call,processing the call content of the recorded call to identify callcontent compliance based on the calling party flags and the called partyflags, scoring the call based on the identified call content compliance,and updating one or more of the called party profile and the callingparty profile to identify the scored call.

Another example embodiment may include an apparatus that includes aprocessor configured to identify a call scheduled for a scheduled timecomprising a calling party profile and a called party profile, identifyone or more calling party flags associated with the calling partyprofile and one or more called party flags associated with the calledparty profile, establish a call connection between a calling partydevice and a called party device at the scheduled time to conduct thecall, record call content identified during the call, process the callcontent of the recorded call to identify call content compliance basedon the calling party flags and the called party flags, score the callbased on the identified call content compliance, and a processorconfigured to update one or more of the called party profile and thecalling party profile to identify the scored call.

Another example embodiment includes a non-transitory computer readablestorage medium configured to store instructions that when executed causea processor to perform, identifying a call scheduled for a scheduledtime comprising a calling party profile and a called party profile,identifying one or more calling party flags associated with the callingparty profile and one or more called party flags associated with thecalled party profile, establishing a call connection between a callingparty device and a called party device at the scheduled time to conductthe call, recording call content identified during the call, processingthe call content of the recorded call to identify call contentcompliance based on the calling party flags and the called party flags,scoring the call based on the identified call content compliance, andupdating one or more of the called party profile and the calling partyprofile to identify the scored call.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates an example network configuration for managingmeetings and communication content according to example embodiments.

FIG. 2 illustrates an example meeting content processing configurationaccording to example embodiments.

FIG. 3 illustrates an example flow diagram of a meeting managingconfiguration according to example embodiments.

FIG. 4 illustrates an example logic control module configured to performmeeting management parameter input and output according to exampleembodiments.

FIG. 5 illustrates an example network entity device configured to storeinstructions, software, and corresponding hardware for executing thesame, according to example embodiments of the present application.

DETAILED DESCRIPTION OF THE APPLICATION

It will be readily understood that the components of the presentapplication, as generally described and illustrated in the figuresherein, may be arranged and designed in a wide variety of differentconfigurations. Thus, the following detailed description of theembodiments of a method, apparatus, and system, as represented in theattached figures, is not intended to limit the scope of the applicationas claimed, but is merely representative of selected embodiments of theapplication.

The features, structures, or characteristics of the applicationdescribed throughout this specification may be combined in any suitablemanner in one or more embodiments. For example, the usage of the phrases“example embodiments”, “some embodiments”, or other similar language,throughout this specification refers to the fact that a particularfeature, structure, or characteristic described in connection with theembodiment may be included in at least one embodiment of the presentapplication. Thus, appearances of the phrases “example embodiments”, “insome embodiments”, “in other embodiments”, or other similar language,throughout this specification do not necessarily all refer to the samegroup of embodiments, and the described features, structures, orcharacteristics may be combined in any suitable manner in one or moreembodiments.

In addition, while the term “message” has been used in the descriptionof embodiments of the present application, the application may beapplied to many types of network data, such as, packet, frame, datagram,etc. For purposes of this application, the term “message” also includespacket, frame, datagram, and any equivalents thereof. Furthermore, whilecertain types of messages and signaling are depicted in exemplaryembodiments of the application, the application is not limited to acertain type of message, and the application is not limited to a certaintype of signaling.

Example embodiments provide for methods, processes, devices, systems andnon-transitory computer readable mediums which execute instructions tomanage meetings, such as scheduled events, conferences, in-personmeetings, online meetings, telephonic meetings, messaging meetingsconducted over a user interface, etc. The meetings are generated basedon scheduled meetings times stored in the meeting database 110 and theprofiles of the employee or caller 104 and the customer profiles 102 ofthe callees/patients. The meeting content is analyzed and processedaccording to a comparison with known caller and/or callee flags. Theflags are the basis of scoring the meetings for meeting compliance. Asflags are identified in the content, the score may increase. The scoremay also decrease as the terms are identified to be in violation of theflags or other content rules.

FIG. 1 illustrates a call management network configuration 100.Referring to FIG. 1, the meeting server 130 may store meetings scheduledfor certain times. The server may include a database 110 which storescustomer profiles 102 and employee profiles 104. In an enterpriseenvironment, the customers may be medical patients and the employees maybe physicians. The pairings for meetings may include a particularpatient requiring a call from a particular physician at a particulartime. For example, when a patient has recently undergone a doctor visitor other event, such information stored in the database 110 may updatethe customer profile of the patient to require a follow-up phone call todiscuss a recently identified condition. The flags set for a patient mayinclude requirements for any communication, such as talking slowly whenthe patient is above a threshold age, asking the patient certainquestions, confirming the patient will follow-up in a particular timeperiod, etc.

In this example, the customer profile has a set of flags 108 each ofwhich will require documented discussions. The flags in this example arerequired for ‘conditions’ of the patient, ‘age’, ‘history’ and‘follow-up’ requirements. In operation, when the doctor calls thepatient, the content captured during the call may be stored in memory asan audio file, which is converted to a text file via a voice to textdata processing application. Once the content is call/communicationcontent is captured, the customer meeting flags 108 may be used as thebasis to process the content and tag terms and phrases which match thecustomer flags, such as conditions, age, history and follow-up. Forexample, a customer may be a patient that is older in age, has certainchronic conditions, has a history of medicalproblems/conditions/medications and is in need of a follow-up visit withevery visit. In this case, the words, terms and phrases identified fromthe meeting content 120 are processed to match to any of thecustomer/patient flags 108. The matching words and phrases which arerelevant are tagged for scoring purposes, for example, the file may bemodified to include a flag tag, which can be used for scoring. Certaintags and their corresponding flags may be weighted higher than others,for example, 1-point, 2-points, 3-points, etc. For purposes of thisexample, the flags and tags will be identified as 1-point for eachinstance identified in the meeting content.

The meeting may be a phone call, conference call, applicationmessage/text session, text messaging for a mobile device, e-mail, onlinecommunication session, mobile device application, etc. The content thatis collected during the meeting is stored in a data file, such as a textfile. The parsed or tagged terms which match the relevant flags aretagged for scoring purposes. The employee, such as a doctor at ahospital may also have certain flags 112 in his or her profile 104. Theflags for the employee may be based on areas requiring improvementwithin the employee's engagement actions during meetings, for example,the employee may be in need of more comprehensive discussion topics,such as a better bedside manner, more questions asked, listening to thepatient's responses, etc. In this example, the employee flags may be toask questions for a current status, future status and a behaviorrequirement to improve niceness, sincerity and to avoid abruptness andinsincerity. For example, the phrase “take care now” indicates anoptimal behavior flag requirement. More examples of the flags matchingthe content are discussed in FIG. 2. The term ‘flag’ may be used toindicate a matching category of terms, such as a word or phrase and anysimilar variations which are known to be similar in meaning to any ofthe words or phrases which are paired to that particular flag.

FIG. 2 illustrates an example meeting content processing configurationaccording to example embodiments. Referring to FIG. 2, the example 200provides the meeting content being parsed and processed word by word tomatch those words and phrases which are similar in contextual meaning tothe flags which are used as the basis for scoring and compliance. Forexample, a flag may be defined by a category or title, such as‘conditions’, however, that flag may be based on a larger grouping ofwords and phrases as potential matches to the actual meeting content120. Each tagged match may be scored according to a scoring model, suchas +1 for a regular match, +2 or more for a higher weighted match, suchas a match to a more important flag, etc. Both flags for the customerand the employee may be utilized when scoring, the scores may becombined or separate to make one combined employee score 210. In thisexample, the total flags identified in the content as having matchesyielded 9 points. The score may be stored in the employee profiles 104and/or the customer profiles 102 for audit purposes in the event that anemployee or customer needs to have their records checked for compliancewith enterprise standards. In the event that a term or phrase is notmatched to a flag, no score will be awarded. In the event that aninappropriate term or phrase is used, the score may be decremented. Atotal score may be compared to a threshold score and when the totalscore is equal to or above the threshold score then the meeting may bedeemed a success. However, when the score is not sufficient then themeeting may be deemed insufficient and a notification may be sent to theemployee, the employee's supervisor, etc. The notification may indicatethe score and which flags were and were not addressed by the content.Also, any inappropriate words and phrases may be identified as well aspart of the meeting summary.

FIG. 3 illustrates an example flow diagram of a meeting managingconfiguration according to example embodiments. Referring to FIG. 3, theflow diagram 300 provides a process for managing a call/meetingengagement and processing the content of the meeting for compliancemeasurement purposes. The process may begin with identifying a callscheduled for a particular time 312, and identifying one or more callingparty flags associated with the calling party profile and one or morecalled party flags associated with the called party profile 314, when ameeting is about to be setup and connected. The meeting may be a call orother communication session. The meeting may be connected 316 betweenthe employee and the customer. The content of the meeting may berecorded 318, stored in memory and the call content is processed 320 toidentify flag matching content. The process may also include determiningwhether the content is in compliance with the flags 322, if so, thescore is summed for all matching flags 324 and finalized 326 when thecontent is completely analyzed for relevant terms. When the content doesnot comply or is deemed inappropriate, the score can be deducted 325.The final score is used to update the profiles 328 and the call contentis summarized for areas of the content and flags which are stillrequiring improvements, such as forgotten words and phrases which shouldhave been spoken or addressed during the meeting 332.

The process may also include processing of the call content of therecorded call/meeting to identify call content compliance based on thecalling party flags and the called party flags by parsing a plurality ofwords and phrases from the call content, and comparing the plurality ofwords and phrases to the calling party flags and the called party flagsto identify whether content from the plurality of words and phrasesmatch one or more of the calling party flags and the called party flags.The process may also include increasing a call score associated with thecalling party profile when one or more of the plurality of words andphrases are matched to the calling party flags, and increasing a callscore associated with the called party profile when one or more of theplurality of words and phrases are matched to the called party flags.The scores for both parties may be combined into one score for employeecompliance purposes. The process may also include summing the increasedcall score associated with the calling party and the call scoreassociated with the called party to create a final call score,determining whether the final call score is above a predeterminedthreshold value, and when the final call score is above thepredetermined threshold value, designating the final score asatisfactory score. The process may also include determining whether thefinal call score is above a predetermined threshold value, and when thefinal call score is not above the predetermined threshold value,designating the final score an unsatisfactory score. Also, the processincludes identifying which of the called party flags and the callingparty flags were not matched to the one or more of the plurality ofwords and phrases, creating a summary of content which was supposed tobe in the content but which was not included in the call content,transmitting a notification to the calling party with the summary of thecontent which has not included in the call content.

FIG. 4 illustrates an example logic control module configured to performmeeting management parameter input and output according to exampleembodiments. Referring to FIG. 4, the logic example 400 includes a logicmodule 440 such as a processor or other computing entity. The meetinginformation 410 may be the scheduled meeting time, the parties to themeeting, etc. The profiles 420 may be loaded as well to identify theflags 432 to be implemented during post call processing. The schedule434 may be a set of times and parties to include in subsequentmeetings/calls. A communication management device or module 430 maymanage the calls and data setup for the scheduled meetings. The outputof the logic module 440 may include a score 412, thresholds used tocompare to the score 414, recorded segments 416 from the meeting,summaries 418 of the meeting results and scores and profile updates 422to reflect the scores and results of the meeting content processing.

The operations of a method or algorithm described in connection with theembodiments disclosed herein may be embodied directly in hardware, in acomputer program executed by a processor, or in a combination of thetwo. A computer program may be embodied on a computer readable medium,such as a storage medium. For example, a computer program may reside inrandom access memory (“RAM”), flash memory, read-only memory (“ROM”),erasable programmable read-only memory (“EPROM”), electrically erasableprogrammable read-only memory (“EEPROM”), registers, hard disk, aremovable disk, a compact disk read-only memory (“CD-ROM”), or any otherform of storage medium known in the art.

An exemplary storage medium may be coupled to the processor such thatthe processor may read information from, and write information to, thestorage medium. In the alternative, the storage medium may be integralto the processor. The processor and the storage medium may reside in anapplication specific integrated circuit (“ASIC”). In the alternative,the processor and the storage medium may reside as discrete components.For example, FIG. 5 illustrates an example network element 500, whichmay represent any of the above-described network components of the otherfigures.

As illustrated in FIG. 5, a memory 510 and a processor 520 may bediscrete components of the network entity 500 that are used to executean application or set of operations. The application may be coded insoftware in a computer language understood by the processor 520, andstored in a computer readable medium, such as, the memory 510. Thecomputer readable medium may be a non-transitory computer readablemedium that includes tangible hardware components in addition tosoftware stored in memory. Furthermore, a software module 530 may beanother discrete entity that is part of the network entity 500, andwhich contains software instructions that may be executed by theprocessor 520. In addition to the above noted components of the networkentity 500, the network entity 500 may also have a transmitter andreceiver pair configured to receive and transmit communication signals(not shown).

Although an exemplary embodiment of the system, method, and computerreadable medium of the present application has been illustrated in theaccompanied drawings and described in the foregoing detaileddescription, it will be understood that the application is not limitedto the embodiments disclosed, but is capable of numerous rearrangements,modifications, and substitutions without departing from the spirit orscope of the application as set forth and defined by the followingclaims. For example, the capabilities of the system of the variousfigures can be performed by one or more of the modules or componentsdescribed herein or in a distributed architecture and may include atransmitter, receiver or pair of both. For example, all or part of thefunctionality performed by the individual modules, may be performed byone or more of these modules. Further, the functionality describedherein may be performed at various times and in relation to variousevents, internal or external to the modules or components. Also, theinformation sent between various modules can be sent between the modulesvia at least one of: a data network, the Internet, a voice network, anInternet Protocol network, a wireless device, a wired device and/or viaplurality of protocols. Also, the messages sent or received by any ofthe modules may be sent or received directly and/or via one or more ofthe other modules.

One skilled in the art will appreciate that a “system” could be embodiedas a personal computer, a server, a console, a personal digitalassistant (PDA), a cell phone, a tablet computing device, a smartphoneor any other suitable computing device, or combination of devices.Presenting the above-described functions as being performed by a“system” is not intended to limit the scope of the present applicationin any way, but is intended to provide one example of many embodimentsof the present application. Indeed, methods, systems and apparatusesdisclosed herein may be implemented in localized and distributed formsconsistent with computing technology.

It should be noted that some of the system features described in thisspecification have been presented as modules, in order to moreparticularly emphasize their implementation independence. For example, amodule may be implemented as a hardware circuit comprising custom verylarge scale integration (VLSI) circuits or gate arrays, off-the-shelfsemiconductors such as logic chips, transistors, or other discretecomponents. A module may also be implemented in programmable hardwaredevices such as field programmable gate arrays, programmable arraylogic, programmable logic devices, graphics processing units, or thelike.

A module may also be at least partially implemented in software forexecution by various types of processors. An identified unit ofexecutable code may, for instance, comprise one or more physical orlogical blocks of computer instructions that may, for instance, beorganized as an object, procedure, or function. Nevertheless, theexecutables of an identified module need not be physically locatedtogether, but may comprise disparate instructions stored in differentlocations which, when joined logically together, comprise the module andachieve the stated purpose for the module. Further, modules may bestored on a computer-readable medium, which may be, for instance, a harddisk drive, flash device, random access memory (RAM), tape, or any othersuch medium used to store data.

Indeed, a module of executable code could be a single instruction, ormany instructions, and may even be distributed over several differentcode segments, among different programs, and across several memorydevices. Similarly, operational data may be identified and illustratedherein within modules, and may be embodied in any suitable form andorganized within any suitable type of data structure. The operationaldata may be collected as a single data set, or may be distributed overdifferent locations including over different storage devices, and mayexist, at least partially, merely as electronic signals on a system ornetwork.

It will be readily understood that the components of the application, asgenerally described and illustrated in the figures herein, may bearranged and designed in a wide variety of different configurations.Thus, the detailed description of the embodiments is not intended tolimit the scope of the application as claimed, but is merelyrepresentative of selected embodiments of the application.

One having ordinary skill in the art will readily understand that theapplication as discussed above may be practiced with steps in adifferent order, and/or with hardware elements in configurations thatare different than those which are disclosed. Therefore, although theapplication has been described based upon these preferred embodiments,it would be apparent to those of skill in the art that certainmodifications, variations, and alternative constructions would beapparent, while remaining within the spirit and scope of theapplication. In order to determine the metes and bounds of theapplication, therefore, reference should be made to the appended claims.

While preferred embodiments of the present application have beendescribed, it is to be understood that the embodiments described areillustrative only and the scope of the application is to be definedsolely by the appended claims when considered with a full range ofequivalents and modifications (e.g., protocols, hardware devices,software platforms etc.) thereto.

What is claimed is:
 1. A method comprising: identifying a call scheduledfor a scheduled time comprising a calling party profile associated witha calling party and a called party profile associated with a calledparty; identifying one or more calling party flags associated with thecalling party profile and one or more called party flags associated withthe called party profile; recording call content identified during thecall; processing the call content of the recorded call to identify oneor more words or one or more phrases spoken during the call; determiningthat the one or more words or the one or more phrases spoken during thecall match one or more predetermined words or one or more predeterminedphrases, the one or more predetermined words or the one or morepredetermined phrases corresponding to at least one of the one or morecalling party flags or the one or more called party flags; generating ascore based on the match between the words spoken during the call andthe one or more predetermined words, the score indicating compliance thecall content with both the one or more calling party flags or the one ormore called party flags; identifying which of the called party flags andthe calling party flags were not matched to the one or more words or theone or more phrases; creating a summary of content that was not includedin the call content; and transmitting a notification to the callingparty with the summary.
 2. The method of claim 1, further comprising:increasing a call score associated with the calling party profile whenthe one or more words or the one or more phrases are matched to thecalling party flags; and increasing a call score associated with thecalled party profile when the one or more words or the one or morephrases are matched to the called party flags.
 3. The method of claim 2,further comprising: summing the increased call score associated with thecalling party and the call score associated with the called party tocreate a final call score.
 4. The method of claim 3, further comprising:determining whether the final call score is above a predeterminedthreshold value; and when the final call score is above thepredetermined threshold value, designating the final score asatisfactory score.
 5. The method of claim 3, further comprising:determining whether the final call score is above a predeterminedthreshold value; and when the final call score is not above thepredetermined threshold value, designating the final score anunsatisfactory score.
 6. An apparatus comprising: a processor configuredto: identify a call scheduled for a scheduled time comprising a callingparty profile associated with a calling party and a called party profileassociated with a called party; identify one or more calling party flagsassociated with the calling party profile and one or more called partyflags associated with the called party profile; record call contentidentified during the call; process the call content of the recordedcall to identify one or more words or one or more phrases spoken duringthe call; determine that the one or more words or the one or morephrases spoken during the call match one or more predetermined words orone or more predetermined phrases, the one or more predetermined wordsor the one or more predetermined phrases corresponding to at least oneof the one or more calling party flags or the one or more called partyflags; generate a score based on the match between the words spokenduring the call and the one or more predetermined words, the scoreindicating compliance the call content with both the one or more callingparty flags or the one or more called party flags; identify which of thecalled party flags and the calling party flags were not matched to theone or more words or the one or more phrases; create a summary ofcontent that was not included in the call content; and transmit anotification to the calling party with the summary.
 7. The apparatus ofclaim 6, wherein the processor is further configured to: Increase a callscore associated with the calling party profile when the one or morewords or the one or more phrases are matched to the calling party flags;and Increase a call score associated with the called party profile theone or more words or the one or more phrases are matched to the calledparty flags.
 8. The apparatus of claim 7, wherein the processor isfurther configured to: sum the increased call score associated with thecalling party and the call score associated with the called party tocreate a final call score.
 9. The apparatus of claim 8, wherein theprocessor is further configured to: determine whether the final callscore is above a predetermined threshold value; and when the final callscore is above the predetermined threshold value, designate the finalscore a satisfactory score.
 10. The apparatus of claim 8, wherein theprocessor is further configured to; determine whether the final callscore is above a predetermined threshold value; and when the final callscore is not above the predetermined threshold value, designate thefinal score an unsatisfactory score.
 11. A non-transitory computerreadable storage medium configured to store one or more instructionsthat when executed by a processor cause the processor to perform:identifying a call scheduled for a scheduled time comprising a callingparty profile associated with a calling party and a called party profileassociated with a called party; identifying one or more calling partyflags associated with the calling party profile and one or more calledparty flags associated with the called party profile; recording callcontent identified during the call; processing the call content of therecorded call to identify one or more words or one or more phrasesspoken during the call; determining that the one or more words or theone or more phrases spoken during the call match one or morepredetermined words or one or more predetermined phrases, the one ormore predetermined words or the one or more predetermined phrasescorresponding to at least one of the one or more calling party flags orthe one or more called party flags; generating a score based on thematch between the words spoken during the call and the one or morepredetermined words, the score indicating compliance the call contentwith both the one or more calling party flags or the one or more calledparty flags; identifying which of the called party flags and the callingparty flags were not matched to the one or more words or the one or morephrases; creating a summary of content that was not included in the callcontent; and transmitting a notification to the calling party with thesummary.
 12. The non-transitory computer readable storage medium ofclaim 11, wherein the one or more instructions further cause theprocessor to perform: increasing a call score associated with thecalling party profile when the one or more words or the one or morephrases are matched to the calling party flags; and increasing a callscore associated with the called party profile the one or more words orthe one or more phrases are matched to the called party flags.
 13. Thenon-transitory computer readable storage medium of claim 12, wherein theone or more instructions further cause the processor to perform: summingthe increased call score associated with the calling party and the callscore associated with the called party to create a final call score. 14.The non-transitory computer readable storage medium of claim 13, whereinthe one or more instructions further cause the processor to perform:determining whether the final call score is above a predeterminedthreshold value; when the final call score is above the predeterminedthreshold value, designating the final score a satisfactory score; andwhen the final call score is not above the predetermined thresholdvalue, designating the final score an unsatisfactory score.